Manager, Call Centre

1 day ago

United Arab Emirates Dubai Sukoon Insurance Full time

Job Description Job Summary: - Efficiently lead the Contact Centre's team to continuously improve Customer Service & Production through consistent delivery of superior customer experience. - Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP's and Department Objectives. Job Accountabilities: - Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks; - Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS; - Training & Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio . - Updating team members on Process changes, new product release & system changes. - Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures; - Accountable for direct sales in the consumer lines of business; - Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures; - Quality Scores : Maintaining high call quality standards through daily guidance , buddy training & calls monitoring. - Set and measure performance targets for speed, efficiency, sales and quality; - Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations; - Set and measure performance targets for speed, efficiency, sales and quality; - Monitor random calls to improve quality, minimize errors and track call center agent performance; - Organize staffing, including shift patterns and the number of staff required to meet demand; - Forecast and analyze data against budget figures on a weekly and/or monthly basis; - Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling. - Support team development through periodic review, mentoring, counseling, and feedback. Key Performance Indicators (KPIs): - CC abandoned rate - GPW production - Team's Product knowledge - GPW Production - Team's Quality scores - Service Excellency & Complaint Management - Team's Data Capture & Accuracy - MIS & Reporting - Initiative Skills Required: - Proven experience as call center manager or similar position. - Knowledge of performance evaluation and customer service metrics . - Solid understanding of reporting and budgeting procedures. - Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.). - Proficient in MS Office and call center equipment/software programs. - Outstanding communication and interpersonal skills. - Excellent organizational and leadership skills with a problem-solving ability. - Positive and patient. - Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus. Education, Experience and Formal/Professional Qualifications: - Graduate of any bachelor's degree - 5 years experience in Insurance / Finance industry - 5 years experience in Call Center /Customer service team lead role

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